Senior Product Support Consultant

Minimum qualifications:

• Bachelor’s degree or equivalent practical experience.
  
• 8 years of experience in a project/program management, consulting, or client facing role.
  

Preferred qualifications:

• MBA or advanced degree in a Management, Business, or related field.
• 8 years of experience managing projects and working with analytics or SQL.
  
• 8 years of experience in a client-facing role.
  
• Ability to own end to end experience and solutions, with a customer first and empathetic mindset.
• Ability to work flexible non-standard working hours in line with customer requirements.

About the job

gTech Ads is responsible for all support and media and technical services for customers big and small across our entire Ad products stack. We help our customers get the most out of our Ad and Publisher products and guide them when they need help. We provide a range of services from enabling better self help and in-product support, to providing better support through interactions, setting up accounts and implementing ad campaigns, and providing media solutions for customers business and marketing needs and providing complex technical and measurement solutions along with consultative support for our large customers. These solutions range from bespoke and customized ones for our customers to scalable support for millions of customers worldwide. Based on the evolving needs of our ads customers, we partner with Sales, Product and Engineering teams within Google to develop better solutions, tools, and services to improve our products and enhance our client experience. As a cross-functional and global team, we ensure our customers get the best return on investment with Google and we remain a trusted partner.

In this role, you will work with key large customers and own their troubleshooting experience end to end. You will support our LCS teams and customers, demonstrating a passion for delivering excellent customer service and improving it. You will become a product expert, focused on handling troubleshooting tasks so that the Sales teams can concentrate their efforts on client-specific activities. You will be responsible for liaising with internal and external stakeholders to provide two-way communication on customer issues and questions. This includes problem prioritization, analysis, and resolution of issues.

Google creates products and services that make the world a better place, and gTech’s role is to help bring them to life. Our teams of trusted advisors support customers globally. Our solutions are rooted in our technical skill, product expertise, and a thorough understanding of our customers’ complex needs. Whether the answer is a bespoke solution to solve a unique problem, or a new tool that can scale across Google, everything we do aims to ensure our customers benefit from the full potential of Google products.

To learn more about gTech, check out our video.

The US base salary range for this full-time position is $137,000-$200,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.

Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. Learn more about benefits at Google.

Responsibilities

• Own exceptional customer experiences for a designated portfolio of clients, ensuring resolution of complex issues and high customer satisfaction. Actively monitor and manage key client engagement metrics, identifying areas for improvement.
• Engage with Google advertisers, product, engineering, policy and sales teams, agencies, and partners proactively to build strong relationships and foster collaborative problem-solving.
• Deliver an outstanding customer experience throughout the customer journey, troubleshooting and resolving issues, interacting with Google's advertisers and Sales teams, agencies and partners.
• Analyze data and insights to identify systemic improvement opportunities; own and execute projects to lead improvements in product, technology, operational process, policy and customer awareness.
• Share data and customer insights and provide recommendations to our partner teams. Act as a primary point of contact for product-related inquiries, demonstrating a deep understanding of product functionalities and best practices.